Customer Service

Transportation providers have one of the most rewarding and challenging environments in which to deliver excellent customer experiences (CXs), including through their contact centers....

One of AI’s strongest capabilities lies in its ability to identify patterns in large and unstructured datasets. Tasks that are core to the delivery...

For decades, global trade has thrived thanks to reduced tariffs and the promotion of free trade, largely shaped by the General Agreement on Tariffs...

Chargebacks, where merchants must electronically return funds to customers for successfully disputed transactions, are an inevitable part of business. In many cases, chargebacks arise from...

U.S. telemarketing laws are being disrupted thanks to a series of critical court decisions that will very likely affect how contact centers manage contacting...

Customers, it appears, have no shortage of issues: product and service-related, but sometimes customer service-related, to contact companies about and on a growing array...

Though it doesn’t always get the credit it deserves, the customer service industry is a crucial part of the way technologies actually change the...

The more I see Customer Experience (CX) work evolve, the more convinced I am that it’s a battle for the mind. The few brands...

The 2023 CCMC National Rage Study had three findings that should give every service director concern. The study, which made the CBS Evening News,...

Whether you pick an economic pundit or a social commentator, you’ll be hard-pressed to find anyone who disagrees that consumers are experiencing a once-in-a-generation...

In continued celebration of Contact Center Pipeline's 15th Anniversary, we thought you might enjoy these CCP Stats. We also want to give a huge...

A 15-year business milestone is a tremendous achievement! Congratulations to Publisher and CEO Linda Harden and the entire Contact Center Pipeline team for providing...

For contact center managers, “workplace writing” is never just one thing. Some days, you’re writing a high-stakes budget proposal to senior managers. Other days,...

In-person, apparently, is out. One-third of all buyers in business-to-business (B2B) transactions would prefer a sales experience that doesn’t include physical time with the...

Robocalls, voice spam, phone fraud, spoofers, and vishers (voice phishers) are inflicting significant damage on businesses through lost productivity, degraded customer experience (CX), missed...

In today’s fast-paced world, running a thriving call or contact center is only possible with a structured, up-to-date, and usable/easily navigable knowledge management system...

Goodbye call centers! This was recently sent to me by someone who questioned that call centers may be going away. It feels like chatbots may...

If we’re using video for meetings, to speak with our friends and family and to consume all types of media and entertainment, why are...

Blending customer contacts, such as outbound outreach for inbound agents (or vice versa), and more recently, digital streams with voice calls, appear to have...

While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or...